This Customer Service Practitioner apprenticeship position provides a comprehensive understanding of a dynamic customer service role. It includes a level 2 qualification and ensures a guaranteed full-time position upon successful completion of the apprenticeship.

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Closing date: 01 May 2024

Apprenticeship summary

  • Annual wage


    Pay to increase to minimum of £22,000 salary on completion of apprenticeship

  • Working week

    Monday to Friday - 8:30am to 4:30pm and 9:00am to 5:00pm (Shift Patterns)

    Total hours per week: 37.5

  • Expected duration

    12 Months

  • Possible start date

    02 May 2024

  • Date posted

    20 Feb 2024

  • Apprenticeship level

    Level 2 (GCSE)

  • Reference number


  • Positions

    1 available

What you will do in your working day

·         Provide a friendly and professional point of contact for customers for any queries or concerns

·         Handle incoming calls and manage outgoing calls as required

·         Liaise with wider team members to ensure the best resolution, consistent with the contract

·         Completing administration tasks that relate to the contract, including assigning contract colleagues and sub-contractors to service requirement tasks, payroll, general admin etc.

·         Liaise with relevant Contract staff and subcontractors in relation to all aspects of service desk requirements and that required information is returned in a timely manner. Respond to queries, amend data and re-issue tasks as required.

·         Work closely with Contract/Facilities Managers to develop and enhance the quality of service and reporting processes.

·         Carry out monitoring of CAFM (Expansive) data to ensure that Helpdesk work orders have been accurately created, assigned, prioritised and categorised in line with contractual KPI's and SLA's

·         Carry out monitoring of Horizon (internal telephone system) to ensure any missed calls are called back within the same working day

The training you will be getting

Candidates will attain a Level 2 qualification in Customer Service through this program.

Training will be conducted in-house, incorporating a hybrid working model with 3 days spent in the office at our Burntwood head office. The hybrid arrangement involves working 3 days in the office and 2 days remotely, with shift patterns available from 8:30 AM to 4:30 PM and 9:00 AM to 5:00 PM.

What to expect at the end of your apprenticeship

Enhancement of customer service skills in a retail environment with high demand.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Administrative skills, Team working, Patience


GCSE or equivalent English (Grade 3) Desired
GCSE or equivalent Maths (Grade 3) Desired

Things to consider

In this position, you'll offer first-line helpdesk support, serving as the initial point of contact for various facilities management needs. Utilising strong administrative skills and a customer-focused approach, you'll deliver friendly and proactive service, efficiently addressing queries and advising customers on appropriate solutions.

About the employer

As an established training provider with almost two decades of experience, we’re committed to developing and empowering world-class professionals across a wide range of industries. Whether you’re looking for an apprenticeship, online and CPD courses, or first aid training, all our training is accessible, engaging and flexible and can work alongside your other commitments. Driven by our core values by being accountable, operating with integrity and remaining motivational, our team of experienced and certified training professionals will support you every step of the way so that we can aim higher together.




St Matthews

Shaftsbury Drive




Peter Barrett

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Training provider


Adjustments for experience

You could reduce your training time, or finish your apprenticeship faster, if you have relevant prior learning or experience. This could be relevant:

  • training
  • qualifications, like an NVQ in a relevant field
  • industry or sector experience

Apprenticeship standard

Customer service practitioner

Level 2 (GCSE)

Demonstrating experience

If your application is successful, you will have a chance to discuss your relevant prior learning or experience with your training provider and employer. You will all need to agree any adjustments to your training plan.

You should be prepared to show your competence, and evidence of relevant qualifications

Before you apply

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